Twitter is improving its direct messages with new features geared specifically for brands that use the platform for customer service interactions. Available through its developer API, brands can leverage welcome messages and quick replies to improve the overall experience. Twitter has enlisted the support of quite a few social media and customer service technology providers, including Lithium Technologies.
To better help brands converse with users and offer customer support, Twitter is launching two new products that will help answer basic questions and address complaints. The features announced today let companies partner with third-party services, such as Lithium, to build automated-message systems specific to each brand.
Twitter has been expanding the customer service side of its product, with recent additions including a Customer Service settings page for businesses, an automated welcome message when a customer starts a Direct Message conversation with a business' account, and "quick replies" that ask the customer to get more specific about their request before the conversation starts. Businesses can also access these new customer service features through third-party software like Lithium.
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